Rockport WiFi

I am writing this email to close or pull back the complain I filedI do not want to go further with the complain, so if it is possible I would like to take it offThe complain number is [redacted] under my name

Complaint: [redacted] I am rejecting this response because: I do not believe that I am the only person upset about this business going up on their rates with no noticePlease provide the proof you have that your customers are happy with price increase Regards, [redacted]

Complaint # [redacted] Refund has been received [redacted]

Due to our strict no contract business model, we do not give verbal agreements on pricing beyond what is ordered at time of installation regardless of what plan is chosen as that would be a *verbal contract* As a local business, we have been tied to the community and know what our customers want and need from an internet service provider While they may not necessarily want to pay more, they do want to pay less money for poor or degrading service This case is an isolated incident with the vast majority of our customer base have only been verifying the new amount and understanding our reasons and appreciating our goal in overall improvement plans Our company feels the additional month of the antiquated rate is ample notice that the customer is seekingOffering the rest of a year at a discount is not an option and if the customer feels the price is too high, the best course of action would be to seek another provider Regards

From: [redacted] < [redacted] @yahoo.com> Date: Fri, Feb 7, at 4:PM Subject: Re: Rockport WiFi To: [redacted] < href="mailto: [redacted] @rockportwifi.com"> [redacted] @rockportwifi.com> thanks! From: [redacted] < [redacted] @rockportwifi.com>To: [redacted] < [redacted] @yahoo.com> Sent: Friday, February 7, 3:PMSubject: Re: Rockport WiFi We will send the refund with our guy when he goes to remove the WiFi Sincerely, Rockport WiFi ###-###-#### On Fri, Feb 7, at 1:PM, [redacted] < [redacted] @yahoo.com> wrote: works for me will you be also sending the refund at that time? Thanks! From: [redacted] < [redacted] @rockportwifi.com>To: [redacted] < [redacted] @yahoo.com> Sent: Thursday, February 6, 4:PMSubject: Re: Rockport WiFi Mrs [redacted] We can be there to remove the WiFi on Monday, February 24th between & Please let me know if this will work for you Sincerely, Rockport WiFi ###-###-#### On Thu, Feb 6, at 10:AM, [redacted] < [redacted] @yahoo.com> wrote: can you give me an idea of when that will be? From: [redacted] < [redacted] @rockportwifi.com>To: [redacted] T < [redacted] @yahoo.com> Sent: Friday, January 31, 12:PMSubject: Rockport WiFi Mrs [redacted] , I am following up on our conversation last week in regards to your request for a refund from Rockport WiFiOur policy states on our website that refunds for percent will be honored within the first days if the service is unsatisfactory We also state at the time of scheduling that we do not offer refunds after the first thirty days We further encourage persons to only sign up for the length of service they think they will need Our records indicate that you purchased months of service for $($installation and months of service at $20/month) We received your cancellation request months after the installation According to our stated company policy you are past the initial days in which a refund is possible In an effort to remedy the situation we are offering to refund the last three months of service Please understand this is an exception to our stated company policy Once we have removed the operable gear from your location we will issue the refund Sincerely, [redacted] Rockport WiFi ###-###-####

I am from Aransas Pass, Tx and here for many years we have only had cable one internet service to provide our area which can run kinda highOn December I heard about Rockport Wifi and that they were great even cheaper then Cable one so I wanted to try them outThey offered a deal that if you paid dollars upfront you would be paid for the whole year with them so I called and scheduled them to come out and install my interenet at a specific time because I workThe tech called me on the day of installation several hours before he was supposed to be there to say he could come sooner then the scheduled time I explained no one would be home so I couldn't payHe told me that was ok that he could come by later that night to pick up the checkHe installed a satilite pole up my tree in the back yard and did the rest insideI go home that night and texted the installer to come get my check he never cameI called the company and told them he every got the check so I told them I would leave it in my mail box and they would come get itFor a week no one come to pick up my checkI called again and remeind them someone needed to come get my check the next day they finally didA few weeks later I was having trouble with the internet we weren't able to use it I happened to be off one day during the week so I called and asked if someone could come check it outThey were very rude about it blamed the situation on me and that it would take to hours before someone would even look at the work orderI told them maybe I should go back to cable one and then the lady tried to find a tech for meShe got back on the line and stated that no one was there to help meI told her to forget it and I called cable one and had them come out that day to reinstal my cableI called back and told them they lost my business do to lack of customer service and they did give me back my money so that is the only good thing out of all thisWhen I went to pick up my check however I asked when they would be sending someone back to my house to get their satilite pole off my tree they said they would put me on the list to come out in a week or two so I was ok with thatWell now its February and they still haven't come to get this thing out of my yardTwo months?? I called to ask what was going on only got voice mail no customer serviceI finally found them online and sent an email to the company asking how much longer would this take mind you I am like minutes away from them so two months to remove this is really stupid I thinkBasically their response was we have you on a list and we will get it when we get itI finally told them I would clim up the tree myself and take it down and if was broke it was brokeShe told me sounds good to me (all by email) I told her she was being very rude and I would be writing this complaint about their customer service!! Please I know their prices are cheap but you pay for what you get poor service and every worse customer service!!! I might pay more at cable one but I never have been treated like this before

Due to our strict no contract business model, we do not give verbal agreements on pricing beyond what is ordered at time of installation regardless of what plan is chosen as that would be a *verbal contract* As a local business, we have been tied to the community and know what our customers want and need from an internet service provider While they may not necessarily want to pay more, they do want to pay less money for poor or degrading service This case is an isolated incident with the vast majority of our customer base have only been verifying the new amount and understanding our reasons and appreciating our goal in overall improvement plans. Our company feels the additional month of the antiquated rate is ample notice that the customer is seekingOffering the rest of a year at a discount is not an option and if the customer feels the price is too high, the best course of action would be to seek another provider. Regards

I am writing this email to close or pull back the complain I filed. I do not want to go further with the complain, so if it is possible I would like to take it off. The complain number is [redacted] under my name.

One of the fundamental policies that Rockport WiFi was built upon was freedom in which we offer and express through no data limits, and no contractual commitments.  As you can see in bold by visiting our website it will state there are no contracts. This is for all customers regardless if they...

are residential, commercial, or RV parks, they are not locked in to any sort of agreement.  Our prices increased in April by $10 ($10.83 after tax) which was our first increase in over three years.  We pride ourselves in being an affordable alternative for reliable service but also recognize that this has caused exponential growth, and as such need to increase pricing to be able to upgrade and maintain system integrity.That being said, we have two fees to have our service which is the installation fee and the service fee with the service fee having a couple of options.  Those options are to pay month to month at the current rate of $35.83 or $250 for a year of service which breaks down to $20.83/month.  The speed is the same on both plans and there is no data limit.  We also explored every avenue to keep the price increase as minimal as possible, including working with our CPA who advised us of only needing to collect tax on the $10 versus tax on the full $35.We never promise future pricing, nor guarantee a monthly rate for a year. You pay for the amount of internet you wish to you use before use, much like cell phone companies.We do recognize the frustration of not being notified of the increase even though it is month to month that this account is being billed.  With that in mind we can invoice this customer the old price of $25 for one additional month to give her a notice and after that one month the current rate all other customers are subject to will be needed to be paid.Thank You,[redacted]Service Manager[redacted]

Complaint #[redacted]Refund has been received. [redacted]

Complaint: [redacted]
I am rejecting this response because:  I do not believe that I am the only person upset about this business going up on their rates with no notice. Please provide the proof you have that your customers are happy with price increase. 
Regards,
[redacted]

Due to our strict no contract business model, we do not give verbal agreements on pricing beyond what is ordered at time of installation regardless of what plan is chosen as that would be a *verbal contract*.  As a local business, we have been tied to the community and know what our customers want and need from an internet service provider.  While they may not necessarily want to pay more, they do want to pay less money for poor or degrading service.  This case is an isolated incident with the vast majority of our customer base have only been verifying the new amount and understanding our reasons and appreciating our goal in overall improvement plans.
 
Our company feels the additional month of the antiquated rate is ample notice that the customer is seeking. Offering the rest of a year at a discount is not an option and if the customer feels the price is too high, the best course of action would be to seek another provider. 
 
Regards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

From: [redacted] <[redacted]@yahoo.com>
Date: Fri, Feb 7, 2014 at 4:40 PM
Subject: Re: Rockport WiFi
To: [redacted] <
href="mailto:[redacted]@rockportwifi.com">[redacted]@rockportwifi.com>
thanks!
 
From: [redacted] <[redacted]@rockportwifi.com>To: [redacted] <[redacted]@yahoo.com>
Sent: Friday, February 7, 2014 3:38 PMSubject: Re: Rockport WiFi
 
We will send the refund with our guy when he goes to remove the WiFi.
Sincerely,
 
Rockport WiFi
###-###-####
 
On Fri, Feb 7, 2014 at 1:53 PM, [redacted] <[redacted]@yahoo.com> wrote:
works for me.  will you be also sending the refund at that time?  Thanks!
 
From: [redacted] <[redacted]@rockportwifi.com>To: [redacted] <[redacted]@yahoo.com> Sent: Thursday, February 6, 2014 4:08 PMSubject: Re: Rockport WiFi
 
Mrs. [redacted]
 
We can be there to remove the WiFi on Monday, February 24th between 8 & 10. Please let me know if this will work for you.
Sincerely,
 
Rockport WiFi
###-###-####
 
On Thu, Feb 6, 2014 at 10:58 AM, [redacted] <[redacted]@yahoo.com> wrote:
can you give me an idea of when that will be?
 
From: [redacted] <[redacted]@rockportwifi.com>To: [redacted] T <[redacted]@yahoo.com> Sent: Friday, January 31, 2014 12:50 PMSubject: Rockport WiFi
 
Mrs. [redacted],
 
I am following up on our conversation last week in regards to your request for a refund from Rockport WiFi. Our policy states on our website that refunds for 100 percent will be honored within the first 30 days if the service is unsatisfactory.  We also state at the time of scheduling that we do not offer refunds after the first thirty days.  We further encourage persons to only sign up for the length of service they think they will need. 
 
Our records indicate that you purchased 6 months of service for $170.00 ($50.00 installation and 6 months of service at $20/month).
 
We received your cancellation request 3 months after the installation.  According to our stated company policy you are past the initial 30 days in which a refund is possible.  
 
In an effort to remedy the situation we are offering to refund the last three months of service.  Please understand this is an exception to our stated company policy.
 
Once we have removed the operable gear from your location we will issue the refund.
 
Sincerely,
 
[redacted]
Rockport WiFi
###-###-####

Complaint: [redacted]
I am rejecting this response because: Regardless of any contract agreements, when I called to start service I was being given a VERBAL AGREEMENT by a representative of their office.  Even though I do have the option of paying for the service in full for one year, I was not told at that time that should I choose to go monthly that the rates might be increased.  That would have been helpful in making my decision but I was told that the rate was the same rate for previous years and was not given ANY indication that the rates would go up.  I ask that they company honor their agreement with me for the one year that I have requested service after which I will choose to go with another company or pay their higher rate.
Regards,
[redacted]

One of the fundamental policies that Rockport WiFi was built upon was freedom in which we offer and express through no data limits, and no contractual commitments.  As you can see in bold by visiting our website it will state there are no contracts. This is for all customers regardless if...

they are residential, commercial, or RV parks, they are not locked in to any sort of agreement.  Our prices increased in April by $10 ($10.83 after tax) which was our first increase in over three years.  We pride ourselves in being an affordable alternative for reliable service but also recognize that this has caused exponential growth, and as such need to increase pricing to be able to upgrade and maintain system integrity.That being said, we have two fees to have our service which is the installation fee and the service fee with the service fee having a couple of options.  Those options are to pay month to month at the current rate of $35.83 or $250 for a year of service which breaks down to $20.83/month.  The speed is the same on both plans and there is no data limit.  We also explored every avenue to keep the price increase as minimal as possible, including working with our CPA who advised us of only needing to collect tax on the $10 versus tax on the full $35.
We never promise future pricing, nor guarantee a monthly rate for a year. You pay for the amount of internet you wish to you use before use, much like cell phone companies.
We do recognize the frustration of not being notified of the increase even though it is month to month that this account is being billed.  With that in mind we can invoice this customer the old price of $25 for one additional month to give her a notice and after that one month the current rate all other customers are subject to will be needed to be paid.
Thank You,
[redacted]
Service Manager
[redacted]